3 arrows

Get 50% Off ForgeRock Training Bundles

closeClose

Dynamics 365 for customer engagement for Customer Service

  • Tuition USD $1,886 List Price $2,095 GSA  $600.76
  • Reviews star_rate star_rate star_rate star_rate star_half 3095 Ratings
  • Course Code MB-230T01
  • Duration 3 days
  • Available Formats Virtual, Classroom

Microsoft Dynamics 365 for Customer Service offers any organization an opportunity for customer success. Using tools such as automatic case creation and queue management frees up your time to dedicate it where you can have a greater impact, directly with your customers.
Join our team of globally recognized experts as they take you step by step from creating cases to interacting with customers to resolving those cases. Once youve resolved those cases you can learn from data analysis the key details to help you resolve similar cases faster or avoid new issues altogether.

Skills Gained

After completing this course, you will be able to:

  • Install and configure the customer service app
  • Identify common customer service scenarios
  • Complete a case resolution process
  • Analyze customer service data
  • Automate case management record processing
  • Create and use knowledge articles
  • Create and use entitlements and service level agreements

Who Can Benefit

A Dynamics 365 Customer Engagement Functional Consultant is responsible for performing discovery, capturing requirements, engaging subject matter experts and stakeholders, translating requirements, and configuring the solution and applications. The Functional Consultant implements a solution using out of the box capabilities, codeless extensibility, application and service integrations.

Prerequisites

This course is designed for persons who are aspiring to the Microsoft 365 Enterprise Admin role and have completed one of the Microsoft 365 work load administrator certification paths.

Course Details

Outline


Module 1: Customer Service Overview
In this module you will learn the basics of customer service in Dynamics 365. We will install and configure the application as well as learn about security roles, related applications and analytics.
Lessons

  • Lesson 1: Create case records
  • Lesson 2: Related service apps
  • Lesson 3: Analytics for service
  • Lesson 4: AI for service
  • Lesson 5: Configuring customer service
  • Lesson 6: Module summary

After completing this module, students will be able to:
  • Install and configure the customer service application.
  • Identify common customer service scenarios.

Module 2: Case Management
In this module you will learn how to open and resolve customer service cases, both manually and with automation.
Lessons
  • Lesson 1: Case management overview
  • Lesson 2: Creating case records
  • Lesson 3: Queue management
  • Lesson 4: Case routing
  • Lesson 5: Resolving cases
  • Lesson 6: Module summary

After completing this module, you will be able to:
  • Open and resolve customer service cases.
  • Automate case creation and routing.

Module 3: Service Level Agreements and Entitlements
In this module you will learn how to define and use entitlements and entitlement templates as well as service level agreements and how these tools enable case resolution.
Lessons
  • Lesson 1: SLA and entitlement overview
  • Lesson 2: Create and manage entitlements
  • Lesson 3: Create and manage SLAs
  • Lesson 4: Module summary

After completing this module, you will be able to:
  • Create and use service level agreements.
  • Create and use entitlements.

Module 4: Knowledge Management
In this module you will learn how to create and use knowledge management. Additionally, you will learn the lifecycle of knowledge articles.
Lessons
  • Lesson 1: Knowledge management overview
  • Lesson 2: Authoring and organizing
  • Lesson 3: Use knowledge content
  • Lesson 4: Manage knowledge content
  • Lesson 5: Module summary

After completing this module, you will be able to:
  • Create and manage knowledge content.

How do I get a Microsoft exam voucher?

Pearson Vue Exam vouchers can be requested and ordered with your course purchase or can be ordered separately by clicking here.

  • Vouchers are non-refundable and non-returnable. Vouchers expire 12 months from the date they are issued unless otherwise specified in the terms and conditions.
  • Voucher expiration dates cannot be extended. The exam must be taken by the expiration date printed on the voucher.

Do Microsoft courses come with post lab access?

Most Microsoft official courses will include post-lab access ranging from 30 to 180 calendar days after instructor led course delivery. A lab training key in class will be provided that can be leveraged to continue connecting to a remote lab environment for the individual course attendee.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour-long after 3-3.5 hours of the class day.

What languages are used to deliver training?

Microsoft courses are conducted in English unless otherwise specified.

Each part of the course comes with labs which is very useful. The instructions were very clear and easy to follow.

This was a great training class. The instructor explained the concepts very well and covered all topics in detail also allowing sufficient time for labs.

Training is Good and we learnt more on this course. Trainer also good and he clarified all questions asked by us.

Class was very informative and Craig presented the material in an effective way.

Fantastic and great training. Tons of hands-on labs to really make you understand the material being thought.

3 options available

undo
  • Jun 14, 2021 Jun 16, 2021 (3 days)
    Location
    Virtual
    Language
    English
    Time
    09:00 17:00 EST
    Enroll
    Enroll
  • Aug 9, 2021 Aug 9, 2021 (1 day)
    Location
    iMVP
    Language
    English
    Time
    9:00AM 5:00PM EDT
    Enroll
    Enroll
  • Aug 9, 2021 Aug 11, 2021 (3 days)
    Location
    Virtual
    Language
    English
    Time
    10:00 18:00 EST
    Enroll
    Enroll
Contact Us 1-800-803-3948
Contact Us
FAQ Get immediate answers to our most frequently asked qestions. View FAQs arrow_forward